Assistant Manager: B-BBEE Complaints Handling X2

Listing reference: nef_000103
Listing status: Under Review
Apply by: 9 December 2024
Position summary
Industry: Government
Job category: Government and NGO
Location: Pretoria
Contract: Fixed Term Contract
Remuneration: Market Related
EE position: No
Introduction
To develop complaints handling system, procedures and processes and report on complaints trends.
Job description

1. Complaints Handling.
  • Handle complaints lodged with the commission in line with established procedures and processes. 
  • Develop and implement fast track procedures and processes to attend and resolve clients’ complaints. 
  • Review of the complaints handling systems and provide recommendations to improve efficiency of the sub division. 
  • Evaluate the complaints handling system 
2. Maintain and update the complaints database and tracking system.
  • Maintain and updating of the database of complaints and a tracking system of all complaints. 
  • Monitor compliance with turnaround times for dealing with complaints. 
  • Submit weekly reports on delays in the management of complaints. 
  • Ensure that clients are informed of the reference numbers allocated to their complaints as well as progress regarding their complaints. 
3. Screening and analysing of complaints.
  • Ensure correct implementation of the methodology for screening and analysis of complaints. 
  • Ensure categorisation of complaints. 
  • Identify and record complaints for investigations. 
  • Identify and refer complaints to other enforcement institutions. 
  • Identify and assess complaints for referral to higher authorities for direction. 
4. Co-ordinate alternative dispute resolution processes.
  • Identify and record complaints that can be resolved through alternative dispute resolution processes. 
  • Coordinate complaints that can be resolved through alternative dispute resolution processes.
  • Maintain and ensure consistency in the application of alternative dispute resolution processes. 
  • Maintain records of the number and nature of complaints resolved through alternative dispute resolution processes.

Minimum requirements

Qualification RequirementsQ
  • National Diploma/Degree in Public Administration or Business Administration / Economic Science / Law.
Experience / Skills Required
  • 3-5 years’ relevant experience in complaints handling and resolution. 
  • Knowledge of the Constitution, PFMA, National Treasury Regulations, and B-BBEE Act.
Personal Attributes/Behaviours/Attitudes
  • Leadership 
  • Analytical 
  • Communication (verbal & written) 
  • Project management 
  • Complaints handling 
  • Dispute resolution 
  • Negotiation 
  • Time management 
  • Conflict management 
  • Presentation and report writing

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